CSM Magazine

MARCH 5, 2024

Enhanced self-management: the patient mobile app can help patients track their symptoms, adherence to treatment, and other health metrics. Health data tracking: integrate with wearables and devices to track vital signs, medications, and other health metrics.

Healthcare 52

Healthcare Education Gamification Consulting 52

AWS Machine Learning

AUGUST 30, 2023

For example, we could use a specialized language model pre-trained on clinical reports from scratch. The following figure is an example of a radiology report. To fine-tune this model through SageMaker Jumpstart, labeled examples must be provided in the form of {prompt, completion} pairs. ROUGELsum is a summary-level metric.

Healthcare 113

Healthcare APIs Metrics Scripts 113

AWS Machine Learning

APRIL 24, 2023

In this post, we explore how AWS customer Pro360 used the Amazon Comprehend custom classification API , which enables you to easily build custom text classification models using your business-specific labels without requiring you to learn machine learning (ML), to improve customer experience and reduce operational costs.

APIs 62

APIs Customer Experience Feedback Chatbots 62

AWS Machine Learning

APRIL 11, 2023

For example, a financial services customer can use Face Liveness to detect a real and live user and then perform face matching to check that this is the right user prior to opening an online account. For example, social media customers can use Face Liveness for posing real human checks to keep bots at bay.

APIs 78

APIs Accountability Government Healthcare 78

AWS Machine Learning

JULY 7, 2022

You can use APIs or AWS CloudFormation (see Creating Amazon Lex V2 resources with AWS CloudFormation ) to manage the bot programmatically. For example, it should have permissions to trigger other services, such as AWS Lambda functions. Identify user experience metrics – Defining the conversational experience can be hard.

Best practices 76

Best practices Metrics APIs Accountability 76

delighted

DECEMBER 5, 2022

Many CX platforms have robust free plans that allow you to capture feedback from your customers or employees, analyze that feedback, and put the insights into action, without spending a dime. In fact, this can help increase response rates because respondents know you’ll be reading and responding to their feedback.

Surveys 91

Surveys Feedback Best practices APIs 91

Quiq

SEPTEMBER 29, 2021

Quiq Launches Conversational Commerce Payments and Conversational Surveys Share This Story Secure, in-conversation payments allow brands to complete transactions seamlessly while chatting with customers on SMS, web chat, and other channels; Surveys inform retailers with a multi-channel, real-time customer feedback loop.

Surveys 89

Surveys APIs Feedback Enterprise 89

AWS Machine Learning

MARCH 13, 2023

For example, in video frames captured by a moving vehicle, class labels can include vehicles, pedestrians, roads, traffic signals, buildings, or backgrounds. In the following example, the initial segmentation result isn’t accurate because of the weak boundaries near the shadow.

Metrics 70

Metrics APIs Feedback Engineering 70

AWS Machine Learning

OCTOBER 5, 2022

Examples of user behavior include the number of times the user signed in from a specific IP address. For a real-time prediction, you call the GetEventPrediction API after a user presents valid login credentials to quantify the risk of ATO. The ATI model has both required and optional variables. Category. Choose Create event type.

Accountability 71

Accountability APIs Metrics Engineering 71

NobelBiz

FEBRUARY 14, 2023

Moreover, contact centers can use feedback, such as surveys and reviews, to gain insight into customers’ preferences and disinclinations about their interactions with the company, and take steps to redress the issues. For example, suppose a customer has a history of requesting certain assistance.

Contact Center 52

Contact Center CRM Journey mapping Government 52

AWS Machine Learning

SEPTEMBER 1, 2023

Example use cases are clothing design generation or imaginary personalized images. One main generative AI use case example is music composition. In this scenario, the generative AI application, designed by the consumer, must interact with the fine-tuner backend via APIs to deliver this functionality to the end-users.

Engineering 105

Engineering Accountability Construction APIs 105

AWS Machine Learning

SEPTEMBER 9, 2022

Amp wanted a scalable data and analytics platform to enable easy access to data and perform machine leaning (ML) experiments for live audio transcription, content moderation, feature engineering, and a personal show recommendation service, and to inspect or measure business KPIs and metrics. This post is the first in a two-part series.

Analytics 70

Analytics Engineering APIs Metrics 70

AWS Machine Learning

MAY 3, 2023

For example, a model predicting direct mail propensity is quite different from a model predicting discount coupon sensitivity of the customers of a Vericast client. Furthermore, SageMaker Processing provides an API interface for running, monitoring, and evaluating the workload.

Engineering 71

Engineering Metrics APIs Big data 71

Nicereply

JUNE 24, 2021

Customer Effort Score is a metric, which customer service teams are using to evaluate how easy customers thought it was to get a resolution to their recent contact. The Customer Effort Score metric grew out of a desire to measure the amount of effort customers were experiencing in their service interactions. And the metric works.

Customer effort 81

Customer effort Surveys Metrics Feedback 81

AWS Machine Learning

JUNE 24, 2022

In a previous post , we talked about analyzing and tagging assets stored in Veeva Vault PromoMats using Amazon AI services and the Veeva Vault Platform’s APIs. For example, you can share Veeva PromoMats marketing assets to Salesforce.

APIs 73

APIs Healthcare SaaS Engineering 73

AWS Machine Learning

NOVEMBER 16, 2022

Enhanced monitoring and observability for ML workloads including Amazon EKS, Kubeflow metrics, and application logs using Prometheus, Grafana, and Amazon CloudWatch integrations. Added integration with Amazon Managed Service for Prometheus (AMP) and Amazon Managed Grafana to monitor metrics with Kubeflow on AWS. and PyTorch 1.12.1.

Metrics 68

Metrics Scripts Enterprise APIs 68

Nicereply

JUNE 11, 2020

Finding real-life strategies to weave your metrics into your day-to-day life at work is the best thing you can do to keep your company healthy and keep your team members engaged. There’s a metric for everything, and new tools and AI make it super easy to get a handle on what your customers are feeling, thinking and doing within your product.

Customer Experience 69

Customer Experience Customer centricity Metrics Surveys 69

Aspect

JULY 15, 2020

For example, employees should be able to work in the office on Tuesday but work from home on Wednesday without any technology barriers. Below are some examples of the new agent UI: . Contact center employe r s need to have the technology tools to make employees fully mobile.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

NobelBiz

NOVEMBER 27, 2023

Here’s an example of what call logs look like inside the NobelBiz OMNI+ platform: Key Data Tracked in Call Logs Call logs are a goldmine of critical information, offering businesses a rich repository of data that delivers a comprehensive snapshot of communication activities.

Call Logging 59

Call Logging voip Contact center software CRM 59

Help Scout

MAY 12, 2021

For a subscription business, this is a clear and simple metric. For example: You can look at repeat purchase rate, which measures how many customers come back after their initial purchase (even though it may not be for months or years). Review “lost customer” feedback. Respond to feedback. Your sales team.

Customer retention 115

Customer retention Finance Analytics Customer effort 115

SharpenCX

JULY 6, 2022

Here are just a few examples of how you can automate along your customer’s journey: Precision routing leverages new AI models to get your customer to the best-suited agent or self-service. When your contact center platform takes advantage of Open APIs, making connections with other tools is a breeze.

Contact Center 76

Contact Center Self service Chatbots Call Center 76

AWS Machine Learning

NOVEMBER 16, 2023

The real-world performance and feedback are eventually used for further model improvements with full automation of the model training and deployment. The more detailed AI ToolSuite requirements were driven by three example use cases: Develop a computer vision application aimed at object detection at the edge.

Healthcare 90

Healthcare Government Engineering APIs 90

CustomerSuccessBox

APRIL 3, 2022

Find your access credentials and API key information below. An API key is available under xxxxxxxxxxxxxxxxx Technical Resources Also find the resources for your tech team, if they wish to review. Cheers, CSM Journey templates (example-playbooks). For example- sending alerts for checking out playbooks.

APIs 52

APIs Accountability SaaS Marketing 52

Cisco - Contact Center

JANUARY 27, 2020

For example, our new Voicea integration leverages accurate speech-to-text technology to provide a call transcript and summary to automate the agent’s call wrap-up, saving them time and ensuring no action item goes unaddressed. With Webex Experience Management this is now possible. This is evidenced by our latest release 12.5 What’s Next?

Contact Center 89

Contact Center contact center solutions Enterprise Cloud contact 89

Playvox

NOVEMBER 15, 2022

As you think about WFM ROI in this example, ask yourself how much time various individuals spend on daily, weekly, or monthly WFM reports. Out-of-the-box WFM integrations with telephony, CRM, HR, payroll, and calendar systems – along with the ability to leverage open APIs – let customer support centers pull data quickly and accurately.

Management 86

Management Schedule adherence Coaching Contact Center 86

Select VoiceCom Blog

APRIL 17, 2023

After integrating feedback and making any necessary adjustments, the team can slowly roll out the process. Establishing key performance indicators (KPIs) and monitoring these metrics help you measure progress and flag any factors that might be an issue in the long run. Having records can help with troubleshooting in the future.

Management 52

Management Business Process Outsourcing Best practices outsourcing 52

SharpenCX

MARCH 2, 2021

Look at metrics to identify customer demographics and behaviors. For example, Gen Z and Millennials prefer live chat over phone support. Here’s an example of a good customer persona: [Download Now] Use the data you already have in your contact center to identify customers and build out a better customer experience.

Customer Experience 67

Customer Experience Coaching Call Center Contact Center 67

NobelBiz

FEBRUARY 22, 2023

The name of this metric and Key Performance Indicator is the Call Center Shrinkage. Different metrics such as call volumes, service level objectives, and average handling time can be used to quantify shrinkage. Leaderboards, badges, and actual presents like trophies are all examples of motivating your agents.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

AWS Machine Learning

JANUARY 26, 2024

Lastly, we connect these together with an example LLM workload to describe an approach towards architecting with defense-in-depth security across trust boundaries. We then discuss how building on a secure foundation is essential for generative AI.

Best practices 124

Best practices Government Engineering Accountability 124

ChurnZero

NOVEMBER 5, 2021

For example, date formats. To learn how ChurnZero helps customers comply with privacy laws, check out our documentation on ChurnZero’s API for privacy laws compliance. Make sure you submit your team’s product feedback to your vendor as well. For example, increased scalability by doubling the ratio of clients to CSMs.

Accountability 52

Accountability CRM APIs Benchmark 52

Babelforce

AUGUST 22, 2023

For example, ChatGPT was trained using a fairly substantial part of the internet. Here’s an example : Say you run an insurance company. If you’ve seen our demo video already you’ll have seen a classic example. Call containment is generally one of the major metrics that all contact centers use. Think Alexa, think Siri.

Self service 52

Self service Interactive Voice Response Contact Center Chatbots 52

ChurnZero

NOVEMBER 5, 2021

For example, date formats. To learn how ChurnZero helps customers comply with privacy laws, check out our documentation on ChurnZero’s API for privacy laws compliance. Collect user feedback on your Customer Success software. Make sure you submit your team’s product feedback to your vendor as well.

Accountability 52

Accountability CRM APIs Benchmark 52

Babelforce

APRIL 14, 2020

Negative social media, terrible feedback and a lost customer. The basic formula for call abandonment is: It’s pretty simple as call center metrics go – but there are some variables to think about. Good examples include creating content to explain complex documents or giving customers delivery tracking info. Somehow I doubt it.

Abandon Call 98

Abandon Call Contact Center Abandon rate Interactive Voice Response 98

Babelforce

APRIL 14, 2020

Negative social media, terrible feedback and a lost customer. The basic formula for call abandonment is: It’s pretty simple as call center metrics go – but there are some variables to think about. Good examples include creating content to explain complex documents or giving customers delivery tracking info. Somehow I doubt it.

Abandon Call 98

Abandon Call Contact Center Abandon rate Interactive Voice Response 98

delighted

DECEMBER 10, 2019

According to John Maxwell, who leads PwC’s Global Consumer Markets industry sector : “Traditional return on investment (ROI) metrics are no longer sufficient on their own to determine your company’s success. Taking this CX data and correlating it to your operational business metrics is how you’ll drive the point home.

Customer Experience 40

Customer Experience Metrics Finance industry standards 40

ProProfs Blog

DECEMBER 17, 2021

In-app feedback tools help businesses to collect real-time customer feedback , which is essential for a thriving business strategy. In-App feedback mechanisms are convenient, which allow users to share their concerns without disrupting their mobile app experience. What is an In-App Feedback Survey? Include a Progress Bar.

Feedback 78

Feedback Surveys APIs Customer centricity 78

AWS Machine Learning

OCTOBER 10, 2023

WER is a common metric for the performance of a speech recognition or machine translation system. In this post, we demonstrate how to deploy the Whisper API using the SageMaker Studio console or a SageMaker Notebook and then use the deployed model for speech recognition and language translation.

APIs 93

APIs Scripts Metrics Accountability 93